2010 Program Access Toolkit A GUIDE FOR STATES AGENCIES ON IMPROVING ACCESS TO THE SUPPLEMENTAL NUTRITION ASSISTANCE PROGRAM (SNAP) T ABLE OF C ONTENTS Introduction to the Access Toolkit............................................................................................................... 5 Objectives .................................................................................................................................................. 5 Outreach vs. Access .................................................................................................................................. 5 Use of this Toolkit ...................................................................................................................................... 6 Local Office Processes .................................................................................................................................. 9 Overview ................................................................................................................................................... 9 Office Procedures to Improve Access ..................................................................................................... 10 Extended office hours .......................................................................................................................... 10 Office set-up ........................................................................................................................................ 10 Onsite childcare & transportation vouchers ....................................................................................... 10 Translation services ............................................................................................................................. 11 Workflow Analysis ............................................................................................................................... 11 Application Triage & Targeted Interviews ........................................................................................... 12 Specialization of Tasks ......................................................................................................................... 13 Automated Voice Response System .................................................................................................... 13 Organizational modifications .................................................................................................................. 14 Roving caseworkers ............................................................................................................................. 14 Location of Office................................................................................................................................. 14 Policy and Procedural Changes .................................................................................................................. 16 Overview ................................................................................................................................................. 16 Policy Changes ......................................................................................................................................... 17 Simplified Reporting ............................................................................................................................ 17 Simplified Definitions of Income and Resources ................................................................................. 17 Categorical Eligibility............................................................................................................................ 17 Procedural Changes................................................................................................................................. 20 Telephone Interviews .......................................................................................................................... 20 Telephonic Signatures ......................................................................................................................... 21 Technology Improvements ........................................................................................................................ 23 Overview ................................................................................................................................................. 23 Call Centers.............................................................................................................................................. 24 Example: San Francisco 2006 Participation Grant ............................................................................... 24

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